Green Star Energy - large closing bill

Deb48

A couple of months ago we received a revised tariff advise notice from Green Star that was more than double the rate we'd started out with them on 20 months earlier. I phoned and challenged but couldn't get my head around their reasons, so decided to switch suppliers.

I gave my meter reading to my new supplier and have just had a closing bill through from GS of £174.00. I checked back over my readings and payments and for the life of me couldn't work out how this shortfall had clocked up.

I've just called them and the really lovely lady I've just spoken to confirmed that my usage and payments have been pretty even since I've been with them but then dropped a bombshell that I'd been on some sort of variable tariff which means I can be charged pretty much what they want.

I had no idea that this was the case but she's also checked and said I'd booked through a comparison site, so as it wasn't one of their agents errors there wasn't anything else she could do. It looks to me like I was offered a really low rate to hook me in but wasn't given any idea how the system actually worked.

I've challenged this and she has agreed to investigate this for me but what are my rights in this situation?

Sorry for the ramble

Deborah

matelodave

Did you never check your on-line account or look at bills - they usually have the tariff prices even if they dont have the tariff names so you should have been able to see whether your payments were keeping up with your consumption.

Even when you give them your meter readings you should always check that the bills are correct and that your direct debit is going to balance out the account or at least keeping pace with your consumption.

95% or more of the complaints on this forum are just like yours where the DD hasn't kept pace with the charges and the final bill drops like a bomb.

Make sure you keep track of your bills and statement with your new supplier. It's not difficult to do your own sums to make sure that what you are paying is covering your costs.

[Deleted User]

@Deb48

If you cannot understand the paperwork from Green Star then gather it all up and ask your local Citizens Advice Bureau for help.
It will be much easier for someone with all the paperwork in front of them to help you.

Lindamck89

If thinking of changing your energy supplier to Green Star Energy then think twice.
Trying to get in touch with customer services is a total nightmare.
I signed up with GSE last October 2018. I received an email on the 15th January 2019 informing me that they were going to increase my monthly direct debit by £25. From £88.05 to £113.00 a month.
I noticed I was in £43. 00 credit and one of the readings was estimated.
I felt because of the estimated reading before increasing the amount they should have had an accurate reading.
I emailed and telephoned GSE for almost 2 weeks but couldn't get hold of anyone to help me. The stress made me ill as I'm disabled having secondary progressive multiple Sclerosis, stress is an enemy to this disease so I try to avoid stressful situations. I received 2 automated emails saying someone will respond between 5-7 days which no one did. I eventually went to their Facebook page which I didn't know existed and got a reply. The man I spoke to reassured me he would get it sorted and passed my problem onto the appropriate department. He sent me a message saying problem solved and my payment would remain at £88.00 a month.
That was around a week ago. Today I went online to check my bank account and was horrified and bloody angry to find I've had £113.00 taken from my account. So the problems not sorted at all.
This has been ongoing since the 15th January and I'm sick of it. I can't afford the £25.00 increase and its stressing me out so much its damaging my health. I want to leave this company but have read in the print I will have to pay £60.00. DON'T CHANGE TO THIS USELESS COMPANY

PennineAcute

If this is for both gas and electricity, £43 credit in October is not a lot to carry you through the winter months.

Do you give monthly readings?

If you are adamant that £88 is covering your usage, then you can phone the bank and reclaim the DD of £113, but not cancel the DD. When they moan, you can show them the recent correspondence you have had.

However, I would double check that your monthly DD is covering your usage. You should be around 2 months DD ahead coming into the winter period.